CRITICAL SUCCESS FACTORS FOR LEAN IMPLEMENTATION IN PRODUCT-SERVICE SYSTEMS

摘要

Lean thinking is claimed to be as important to services as it has been to manufacturing. However, there is yet a lack of empirical research examining the possibility of applying lean in Product-Service System (PSS). This paper aims to bridge this gap, by presenting the critical factors that influence the successful implementation of lean in PSS. A combination of research methodology approaches have been used in this research. Starting from a comprehensive literature review to understand the various factors already identified by other researchers. This was followed by conducting interviews with relevant key managers working in six UK manufacturing companies that successfully implement lean in their service offering process. The findings highlight five main factors that are necessary for applying lean in PSS. These factors include suppliers' relationship, management status, employees' status, work process, and finally customers' relationship.